Manager, Intake

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together. 

What’s unique about this role?

The Intake Manager is responsible for the dynamic performance of the Intake Team as well as being a primary inspiration in the team’s overall contributions to the success of the Technical Services department and Lighthouse eDiscovery. The Intake Manager empowers the personnel involved in receiving client data and preparing it for processing. The Intake Manager is also responsible for leading change and process improvements pertinent for the team and company’s future.

What will this person do?

• Identify and implement procedural changes for improved workflow, quality and processes improvements to maximize system resources and efficiencies as applicable
• Develop and refine standardization and best practices around data management, processing and analysis 
• Provide technical leadership to the department and drive innovative solutions across the organization
• Develop solid teams, leaders and high performing shifts
• Drive continuous improvements to workflows and procedures to strengthen intake and processing efficiencies, decrease turnaround times, and improve and promote quality
• Partner with leaders across departments to work together on accomplishing common goals to drive success within the company
• Drive critical cross organizational change initiatives
• Maximize efficiencies through resource allocation, scheduling and staffing among teams and shifts
• Capture, report out and drive change influenced by metrics and subject matter expertise
• Provide concise and relevant feedback to management concerning effectiveness of current practices, policies and methodologies
• Ensure that all company policies, procedures and assets are maintained
• Oversee on time work completion to meet client’s agreed upon SLAs
• Be the primary stakeholder for Intake process improvements and driving the changes that increase efficiency and decrease errors
• Own the team’s standardization and forensically sound workflows which must follow eDiscovery’s best practices and maintain defensibility. This includes training new hires, providing individual feedback and encouraging innovation from your reports.
• Maximize efficiencies through personnel and technology resource allocation, scheduling, and staffing across shifts and global offices
• Track and maintain the team’s training with the use of internal resources such as trainers, online learning, and Lighthouse University
• Partner with peers across the department and leaders across the company to drive company’s success and dominance within the industry. This includes support the innovation initiatives from Lighthouse’s though leadership.
• Use internally collected data and metrics to report on team’s successes as well as tracking areas of improvement
• Provide concise and relevant feedback to management concerning effectiveness of current practices, policies, and methodologies
• Perform other related duties as assigned

Management duties include supervision of exempt and/or non-exempt staff. This includes but is not limited to, conducting performance evaluations and improvement plans, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, taking disciplinary action, and interviewing candidates for open positions.

Bring your passion and together we will shine.   It would also be great if you have the following:

• AA required, BA preferred
• 5+ years of eDiscovery or Litigation Support experience preferred
• 2+ years of digital forensics experience preferred include certifications such as Forensics, FTK, and EnCE
• 2+ years of experience leading high performing teams preferred
• Technical prowess strong enough that will enable you to quickly learn, and become proficient in, industry specific applications such as FTK, BlackLight, and EnCase
• Ability to see both the specifics and big picture of any issue to troubleshoot and solve problems as well as design strongly functioning workflows
• A mind towards strong customer service. Previous successful experience working with internal and/or external clients preferred.
• Strong grasp of metrics and their realistic significance to your team. Quickly answer questions pertaining to the performance and growth of your team to make decisions on resources or software license changes.
• Exceptional attention to detail
• Effective verbal and written communication
• Strong organization, reporting, and time-management skills
• Intense sense of urgency and ability to follow through any scenario to completion
• Application of intrinsic and extrinsic motivation to create a cohesive and high-performing team
• Strong business acumen and professionalism

Work Environment and Physical Demands

Duties are performed in a typical office environment while at a desk or computer table.  Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.

Duties may require occasionally working outside normal business hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are! 

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

The expected pay for this role will range from $95,000 to $105,000 per year.  This role will be eligible to participate in an annual bonus or incentive program.  

Lighthouse offers a quality comprehensive benefits package including medical, dental, vision, and a 401k with company match.  Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine through 98point6, and other wellness plans.  We offer a generous Flexible PTO program and paid volunteer days.  Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.